Operations Manager, Insurance Call Center (AI)

Location: Nashville, Tennessee, United States; in-person collaboration is prioritized.

Company

hirify.global delivers enterprise technology, software, managed infrastructure, application modernization, and insurance business process solutions, including AI-driven services.

What you will do

• Lead day-to-day operations for a complex, multi-account insurance contact center.
• Manage Associate Managers, analysts, and contact center professionals while developing leaders and supporting succession planning.
• Track SLAs, KPIs, quality, productivity, customer satisfaction, and service-level performance, using operational data to drive corrective actions.
• Improve contact center workflows, quality, productivity, and customer experience through root-cause analysis and structured continuous improvement.
• Partner with Workforce Management on staffing, scheduling, forecasting, capacity planning, and resource utilization.
• Collaborate with Quality, Training, Technology, Finance, HR, clients, and internal stakeholders while maintaining compliance and operational controls.

Requirements

• Bachelor’s degree in Business, Technology, Operations, or a related field, or equivalent professional experience.
• Legal authorization to work in the United States without current or future employer sponsorship.
• At least 10 years of contact center, BPO, or BPS experience, including significant people leadership experience.
• At least 5 years managing contact center operations.
• Experience managing managers or team leaders and working in multi-channel, regulated, or compliance-driven environments.
• Strong analytical, problem-solving, communication, decision-making, and process-improvement skills, with knowledge of contact center KPIs and technologies.

Nice to have

• Experience in financial services or Life & Annuity insurance operations.
• Experience across multiple accounts, sites, or geographic locations and with global delivery teams.
• Experience with Workforce Management, capacity planning, Lean, Six Sigma, contact center automation, AI, analytics, or digital technologies.

Culture & Benefits

• Work at the intersection of technology, insurance, customer experience, and AI-driven transformation.
• Collaborate with global teams and leading insurers on critical business operations.
• Work model prioritizes in-person collaboration while offering flexibility for wellbeing, productivity, individual work styles, and life circumstances.
• Inclusive environment focused on strong connections, community, and employee development.